RETURN POLICY
1. PURPOSE
The purpose of this form is to a establish uniform policy and procedure for handling ACT, Inc. D’MAND Kontrols® Systems warranty return goods.
2. POLICY
ACT warrants its products as follows:
ACT, Inc. will replace without charge (at the Company’s option) any D’MAND Kontrols® Box, pump, valve, or component part which is proven defective under normal use. Models C3-100, S3-100 and BR3/SS3-100 Series pumps have a warranty of five years from date of purchase. Accessories & Parts: Hard-wired buttons, remote activators, receivers, transmitters, flex lines and tees have a warranty of one year from date of purchase. Labor is not included with the Limited Warranty.
NOTE: For complete Warranty, see ACT’s website at www.gothotwater.com.
ACT’s Warranty covers only replacement of material. If and/or when material should prove defective, the following procedure will be adhered to:
3. PROCEDURE
All requests for warranty parts/returns shall be directed to ACT’s Technical Services Department which will respond in the following manner:
a. Requests for Warranty Parts From:
1. Representative Group: If a request is received from a Representative Group, ACT’s Technical Services Department will determine if the item is under warranty. A member of the Technical Services Department will determine what needs to be returned, for example, whether the entire product or individual parts such as a thermistor or just the black D’MAND Kontrols® Box need to be returned.
2. Distributor, Builder, Contractor or Homeowner: If a request comes from any of these areas, they will be instructed to go back to place of the purchase. Any exceptions will be at ACT’s discretion. For example, accessories may be returned to ACT, after calling the Technical Services Department and receiving an RGA number. Another example would be receiving product with possible missing parts. ACT would handle the issue direct by sending out replacements for the missing parts.
b. Issuing Warranty Replacement Parts:
1. If the product is still within the warranty period, a Returned Goods Authorization, (RGA), form will be faxed to the Representative Group to be completed and returned via fax to (714)-668-1927.
2. ACT will provide a warranty replacement in advance of the return. If the product is not returned within 30 days of the replacement product, the Representative Group will be invoiced for the cost of the replacement product.
c. Return of Warranty Products:
1. Information required on RGA Form (see enclosed form):
Model or Accessory Name
Original PO Number and Date
Date of Installation
Date of Failure
Reason for return must BE SPECIFIC. The term “defective IS NOT acceptable.
2. The warranty return item must be received at ACT’s factory with the RGA number clearly written on the outside of the box and a copy of the RGA paperwork inside within 30 Days of the issue date of the RGA.
NOTE: NO CREDIT WILL BE ISSUED ON PRODUCT THAT IS NOT RECEIVED WITHIN 30 DAYS FROM THE DATE OF THE RGA ISSUE.
d. Credit for Warranty Items in Lieu of Replacement:
1. ACT will generally send replacement product, but in certain cases, a Credit Memo may be issued, provided the item:
a. Falls within the warranty period as verified upon ACT inspection of Serial Numbers and Date Codes.
b. Product returned was not abused, painted or modified in any way.
c. Is not freight damaged.
d. Has no a component part or identification tags missing.
e. Shows no evidence of improper installation.
f. Credit issued will be the cost of the product at the time of purchase and is subject to a 25% restocking fee.
g. Credit will only be issued for the actual product received.
e. Decline of Warranty Credit:
When inspection and/or testing by ACT shows that the item for which advance warranty replacement and/or credit has been issued does not meet warranty criteria, ACT will notify the Representative Group. The Representative Group will be responsible for the cost of the replacement product. The two options available to the Representative Group are:
1. ACT will return the product to the Representative Group or
2. ACT will scrap the product.
f. Types of Returns or Dispositions:
1. A return requiring an advance warranty replacement by ACT. As stated above, the warranty return item must be received at ACT’s factory with the RGA number clearly written on the outside of the box and a copy of the RGA paperwork inside within 30 Days of the issue date of the RGA. If there is no RGA number on the outside of the box, the shipment will be refused and returned back to the sender.
2. Field scrapping or disposal of product on site must be authorized by ACT Management only when it is determined that residual value does not exist or the part is not required for inspection and testing. The RGA form must still be completed for factory records and for any credit to be issued.
3. Subject to ACT’s re-stock position, product that is not required for a job nor desired to be retained in user inventories may be returned to the ACT factory after advanced authorization has been given and an RGA number has been issued. These types of returns will incur a 25% restocking fee. The items must be returned to the factory in original condition and the freight prepaid.
4. Inventory balancing is subject to prior approval from ACT Management and is product swap only. An RGA must be issued for the product coming back to the factory and if the old product is not returned within 30 days of the RGA, the Representative Group will be invoiced for the cost of the replacement product. The product must be returned to the factory in original condition and the freight prepaid.